worst customer service ever
10/02/2017 melody34, Richmond, Virginia
I had a two night stay, which I need a third night. First they said they would extend my stay then later told me they sold the room to a larger group, last minute, i needed time to find another room, ... more
I had a two night stay, which I need a third night. First they said they would extend my stay then later told me they sold the room to a larger group, last minute, i needed time to find another room, i had my service dog with me and it was a huge inconvenience for me. They charged for an extra day and still did not let me stay, I will never stay again and reporting them to consumer affairs. They were very rude. less
Nicki M, Manager at BEST WESTERN Executive Inn & Suites, responded to this review
Thank you for your time to leave feedback on TripAdvisor. I do apologize that you felt that way about our customer service because we do care very much that our guest feel comfortable and welcomed during their stay, when they are away from home. Since your service dogs were unattended for long periods of time, we had complains with them barking and jumping in your room. Our front desk staff had to advise you about this situation and was just looking out for the best interest of your pets and you. Unfortunately by the time you came back to the hotel we were already booked solid, so we were not able to extend you. Also we had to charge a full day because you return to the hotel was after 2:00 pm which is way past our check out time. Again, thank you for staying with us.
Acting General Manager